FAQ
Q. Can I still order my photographs once the early bird discount expires?
A. Yes, we do not delete pictures but do recommend ordering within 3 years.
Q. I have lost my sitting ID, how do I order my photos?
A. If you are a school customer, please send us an email to customerservice@pret-a-portrait.net with your child’s name and the school they attend . We also ask for a photograph of your child holding up a piece of paper with today’s date written on it so that we can visually find him/her on our system. Alternatively, the school should have records of the sitting IDs.
If you are a Center Parcs customer, please send us an email to customerservice@pret-a-portrait.net with the name under which the sitting was booked as well as the date the photos were taken.
Q. How long will it take to receive my photographs?
A. Link to timeframes inserted here
Q. My photos have arrived damaged, how can I organise replacements?
A. If your order has arrived damaged, please send us a photograph of the packaging and the damage to customerservice@pret-a-portrait.net so that we can investigate further. We will be happy to organise a replacement.
Q. I don’t really feel happy about paying online. Is there another way to pay?
A. Please feel free to call us on +44 800 021 7626 to either place the order over the phone or alternatively place the order online and then select the ‘pay by telephone’ option. Please then call us to make the payment over the phone. You can also make payment via PayPal and bank transfer.
Q. Do I own the copyright of my images once I purchase the JPEG?
A. Pret-a-Portrait owns the copyright of all photographs taken by us. You may make multiple copies of images from the JPEGS you purchase, however, the images cannot be used for publicity purposes without prior consent from us.
Q. Do you edit the photographs or will I receive them as I see them online?
A. All images you order will be cleaned during the processing stage of your order. This will include removing any erroneous objects from the picture and making the background clean and even. If, however, you want us to clean up anything like a skin blemish or chocolate around your child’s face, we will only do this if requested. To request any additional editing, please make a note in the SPECIAL REQUESTS box in the basket. We will let you know if we are unable to fulfil a request.
Q. How do I order in black and white or crop the photo online?
A. You can view your image in black and white or crop it by choosing a product and adding it to your basket. Please then click on ADJUST PICTURE(S) and choose the relevant adjustment you would like to make.
Q. My picture is cropped in closely with the head cut off, why is this?
A. This is a style of picture which is taken to get a closer shot of the face and is taken as another option to choose from and is one of our most popular styles. Our photographers take a number of poses to give a variety to choose from.
Q. I want to order a class photograph but it looks like it’s a different size to last year. Why is this?
A. We have 4 different sizes/shapes for the class pictures. This is due to a number of factors, which include the style in which the picture has been taken, the number of children in the class, if the children are standing in front or behind the teachers, the poses, etc. All of this will determine the overall size of the picture.
Q. The website takes me to a log in page when I enter my sitting ID, why is this?
A. This could be one of two things:
1. The sitting ID you are entering is incorrect. Are you entering your code exactly as you see it on the viewing card/email you have received? We advise that you do not copy and paste the sitting ID from an email and type it in directly into the box as you may copy a ‘space’ by mistake. If you have the number 0 or the letter O in the sitting, please ensure that you have entered the correct character.
2. Your images may not be online yet and you have received your sitting ID early. Please contact us and we will look into this further for you.
Q. Can I change the background colour?
A. The colour of the background cannot be changed. In order for us to do this, we would need to ‘cut around’ the person in the image and ‘paste’ them onto your desired coloured background. This will result in an unsatisfactory final result and will look unnatural.
Q. How do I access my favourite images?
A. All images that you have selected as your favourites are saved under your account. You will therefore need to be logged in with your email address and password to access these. Please then click on the Favourites button on the top left. If you were not logged in at the time of selecting your favourite pictures, unfortunately they will not save.
Q. Can I give out my sitting ID to friends and family without them seeing my account?
A. Of course. Your pictures are safeguarded within a unique sitting ID. You can share this with anyone you choose to. Although they will then be able to view the images, they will need to create their own account online should they wish to place an order.
Q. Can I order a class picture as a digital file?
A. Class pictures are only available to buy as prints. To order a class picture, you will need to select the picture you would like and then choose the CLASS AND TEAMS product from the PRINTS category on the right side of the webpage. You can then select the print size from the drop-down menu and select the framing options, etc. Please note that the class picture is not part of any offer and is a stand-alone product, and therefore, cannot be chosen as part of a multi pack.
